LUNIVAREHOME™ | Operated by Shenzhen Jimu Technology Co., Ltd. | Legal Representative: Tang Zhaoquan | Email: service@lunivarehome.com
Registered Address: Room 402, No. 25, Xiasha Second Lane, Fuwei Community, Fuyong Subdistrict, Bao'an District, Shenzhen
Telephone: +86 137 9824 6210 | Customer Service Hours: Monday–Friday, 9:00–18:00 China Standard Time (UTC+8), excluding public holidays
Effective Date: September 29, 2026
Contact Channels
For product questions, order assistance, delivery concerns, return requests, privacy requests, or website feedback, email service@lunivarehome.com. Email is the recommended channel because it allows customers to provide the relevant details and gives both sides a clear written record. Customers may also call the telephone number listed above during published service hours.
Our registered address identifies the company operating the store. It is not an automatic return destination. A return sent without authorization may be delayed, routed incorrectly, or become difficult to identify. Customers should first request return instructions by email and wait for the designated return location and reference details.
What to Include in a Request
Providing only information relevant to the issue helps us respond efficiently. Depending on the request, useful details may include:
- The customer's name and order number.
- The product name, selected variant, and quantity involved.
- A short description of the question or issue.
- Clear photographs of the outer parcel, shipping label, product, and affected area when reporting damage, an incorrect item, or missing contents.
- The preferred resolution, where more than one option may be available.
Please do not send account passwords, full identity documents, or unrelated sensitive information. If verification is reasonably necessary for a privacy request or an order-security concern, we will explain what limited information is needed and why.
Response Standard
After-sales requests are reviewed and answered within 3 business days. This means we will assess the information provided, identify any missing details, and communicate the next step within that period. A complex carrier investigation, product inspection, or privacy verification may take additional time to complete, but we will not leave the customer without an update once the review has begun.
Messages received outside service hours are placed in the next service queue. Sending the same request repeatedly through several channels can separate important details and slow identification, so one complete email thread is usually the fastest route. If a message concerns several products from the same order, customers may list them together and distinguish each issue clearly.
Product and Pre-Order Questions
Before ordering, customers may contact us about listed dimensions, materials, care instructions, included components, variant differences, or suitability for an intended household use. We can clarify published product information, but customers remain responsible for measuring the intended space, confirming access dimensions, and deciding whether the product meets their personal preferences.
Color appearance can vary by screen calibration and room lighting. Natural materials and textile batches may also show modest variation. When exact matching is important, customers should review the description and available detail images and ask questions before ordering.
Delivery Support
Standard transit is estimated at 3–7 days. If tracking appears unchanged, a parcel arrives visibly damaged, or the carrier marks a parcel delivered that cannot be located, contact us with the order number and relevant images or tracking details. We may ask the customer to check safe locations, household members, building reception, or the carrier's local notice before an investigation is opened.
Address corrections are most likely to succeed before dispatch. Once a parcel is in the carrier network, a requested correction may not be possible. Customers should notify us immediately if they identify an address error.
Return and Refund Support
Eligible return requests may be opened within 30 days after delivery. The Return Policy describes condition requirements, exclusions, evidence, authorization, and responsibility for return transportation. Approved refunds are completed within 7–10 business days. Customers should keep the parcel and product until instructions are provided when the issue involves damage, missing pieces, or an incorrect item.
Privacy and Accessibility Requests
Customers may use the same email address to request access to, correction of, or deletion of personal information, or to raise a concern about cookies and advertising choices. The Privacy Policy explains available rights and the circumstances in which information may need to be retained.
We also welcome reports of a broken link, unreadable page element, misleading label, or accessibility barrier. Please identify the page, device type, and the action attempted so the issue can be reproduced and corrected.